This webinar looks at the need to monitor customers’ vulnerabilities over time, often in the context of the lifecycle of a product.

Few vulnerabilities remain entirely unchanged. Some are transient, some progress, and some can be addressed or resolve themselves. At the same time, individuals may acquire new characteristics of vulnerability.

It is important that data is stored and shared so that engagements with consumers always take into account each individual’s vulnerabilities.

• Why it is important to store and share information about consumers

• Why it is important to keep data up to date

• Why and how vulnerabilities change over time

• Why this matters across product lifetimes

• When to assess and reassess someone, whether on a scheduled or as-needed basis

• Incorporating changes reported by consumers or captured through other systems

• When a reassessment may be required

• Creating alerts to warn when vulnerabilities change

• Reporting requirements relating to changing vulnerabilities

• Privacy and GDPR considerations

• Why accurate, up-to-date data is essential to support and assist vulnerable customers

Next webinar

In our next webinar, scheduled for 19 May, we look at the need to support and help people once a vulnerability has been identified, including vulnerabilities that create an obligation to provide support, adapt customer journeys, or tailor communications.